Troubleshooting · YARDtwin Help

Common problems and messages, from sign-in and missing menu items to booking clashes, gate refusals, dock holds and uploads, and what to do about each.

Find the message you see, or the problem you have, below. If none of these help, use Report a Bug or e-mail admin@yardtwin.com. See Get help.

Signing in

You see	What it means and what to do
Sign In is greyed out	Type your Organisation ID first. It's in your invitation e-mail.
Login failed. Please check your credentials. or Invalid credentials	The Organisation ID, e-mail or password is wrong, or your account has been deactivated. Check them, then try Forgot password?. If it still fails, ask your administrator.
Too many failed attempts. Try again in 15 minutes.	Too many wrong passwords. Wait, or reset your password: a completed reset lifts the lock.
Your organisation requires SSO sign-in. Use the SSO button to sign in.	Use Sign in with SSO, not your password.
This e-mail address has accounts in more than one organisation. Enter your Organisation ID to sign in.	Type the Organisation ID of the company you want.
Invalid code or Too many wrong codes. Try again in … minute(s).	The two-step code was wrong. Type the newest code from your app, or a backup code.
Invalid Reset Link or Invalid or expired reset link. Please request a new one.	Reset links work for one hour, once. Ask for a new one.
Subscription expired. Please renew your plan.	Your company's subscription has ended. Ask your administrator.

See Sign in and out.

Signed out, or the page stopped working

You see	What it means and what to do
A yellow bar: Signing you out in …s due to inactivity.	You haven't touched the screen for a while. Click Stay signed in.
Session Expired	You were signed out, because you were idle, your password changed, or your session ran out. Click Sign In Again.
A new version of YARDtwin is available.	Click Refresh to load the update. Finish what you're typing first.
Something went wrong	That page hit an unexpected error. Your data is safe. Click Try Again, or Go to Dashboard. If it happens again, report it and include what's under Technical details.
You're offline — YARDtwin will reconnect automatically or Reconnecting to YARDtwin…	The connection dropped. Wait: YARDtwin reconnects by itself. Check your Wi-Fi or mobile data if it doesn't.
A red message, Slow response: The server took too long to respond	YARDtwin took more than half a minute to answer. Try again in a moment.
Connection problem: Couldn't reach YARDtwin — retrying	A request didn't get through. YARDtwin tries again by itself.
Error 429: Too many requests — please wait a moment	Too many requests in a short time. Wait a few seconds.
Error 500: Server error — please try again	Something failed on our side. Try again. If it keeps happening, report it with the time and what you were doing.

Pages and menus

Problem	What to do
A menu item you expected is missing	Your role may not include it, or the module may be switched off for the site. See Who can see what and Turn modules on and off.
You open a page's address and land somewhere else	Your role can't open that page, so YARDtwin takes you to your starting page instead. Ask your administrator.
No pages available for your role	Your role, with the permissions your administrator has set for it, can't open any page. Ask your administrator to check your role. See Roles.
Error 403: Access denied — insufficient permissions	Your role can't do that action. Ask your administrator.
The page shows the wrong site's data	Check the site switcher at the top of the menu.
No active site selected	Pick a site in the site switcher.

Booking

You see	What it means and what to do
This dock is already booked for the selected time …	The dock is taken, including the clearing time after the previous truck. The message suggests the next free time on that dock. Pick another time or dock.
No dock available on … All … docks are fully booked …	Every suitable dock is booked for that window. The message suggests the next free slot.
Appointment cannot be scheduled in the past	Choose a time later than now, in the site's time zone.
Appointment must be within operating hours (… - …), Site is not operating on this day or Site is closed on …	The slot is outside the site's opening hours or on a closed day.
Bookings need at least … notice …, Same-day bookings are not accepted …, The booking cut-off for … has passed … or Bookings open … days ahead …	The site's booking rules don't allow that date. The message gives the earliest or latest date you can book. See Booking rules.
This slot exceeds available labor capacity.	Not enough staff are on at that time. Choose another slot. See Smart Slots.
This slot would require waiting through a break window. Tick the acknowledgement before confirming.	The work would run into a break. Tick the box to accept it, or choose another slot.
…: insurance expired on …	The carrier's insurance on file has expired. Update the carrier record first. See Manage carriers.

See Book an appointment.

At the gate

You see	What it means and what to do
No matching booking after a scan	The QR code isn't for a booking at this site. Look the booking up by its code instead, or check the site switcher.
This pass is no longer valid. Please contact the site or the haulier for a new one.	The booking was cancelled, marked as a no-show, has already left, or the pass is out of date.
Booking … is already checked in …	The truck was checked in earlier. Find it on the arrivals list or the yard map.
Booking … is awaiting a planner's approval …	A planner must approve the booking on the scheduling board before the truck can be checked in.
A blocking checklist failed for this booking …	A required check failed. An administrator, QA or an ops manager can override it with a reason. See Problems at the gate.
Check-in blocked: … is blocked on the driver roster … or Check-in blocked: The driver has not completed this site's induction	The driver can't be let in until the roster entry is cleared or the induction is done. See Driver roster and Driver induction.
Your role cannot start a gate shift	Only gate guards, ops managers and administrators can open a gate shift.

See Check a truck in.

On the dock

You see	What it means and what to do
Booking … has not been checked in at the gate …	The truck must be checked in at the gate before dock work can start.
Cannot start from status … or Cannot complete from status …	The booking isn't at the right stage. Check its status. See Booking statuses.
An uncleared hold is open on this load …	Clear the hold in the QA queue, or complete the load with the hold open so it goes to QA. See Complete or hold a trailer and The QA queue.
You raised this hold — a different person must clear it	Someone else must clear a hold you raised.

Uploading files

Problem	What to do
A document won't upload	Documents can be up to 25 MB, as PDF, image (PNG, JPG, GIF, WebP), Word, Excel, CSV, text, XML or JSON. Photos taken at the gate can be up to 10 MB.
The file is too large to upload. Choose a smaller file. (Error 413)	The file is over the limit for that upload. Make it smaller (a lower photo resolution, or a PDF of fewer pages) and try again.
File type not allowed: … (Error 415)	That kind of file isn't accepted. Save it as a PDF or image and try again.
The file was sent in a field this upload does not take. (Error 400)	The upload came from an out-of-date page. Reload the page and try again.
Gate uploads accept image files only (JPG/PNG/WebP/HEIC).	At the gate, upload photos only.

Important

Never send passwords, API keys or other secrets in a file, a bug report or an e-mail.